Customer Relationship Management in Social and Semantic Web Environments

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Author(s): Ángel García-Crespo (Universidad Carlos III de Madrid, Spain), Ricardo Colomo-Palacios (Østfold University College, Norway), Juan Miguel Gómez-Berbís (Universidad Carlos III de Madrid, Spain)and Fernando Paniagua Martín (Universidad Carlos III de Madrid, Spain)
Copyright: 2012
Pages: 10
Source title: Successful Customer Relationship Management Programs and Technologies: Issues and Trends
Source Author(s)/Editor(s): Riyad Eid (United Arab Emirates University, UAE)
DOI: 10.4018/978-1-4666-0288-5.ch006

Keywords: Business & Management / Business Science Reference / Consumer Management / E-Business

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Abstract

The growing influence of the Internet in current 21st-century everyday life has implied a paradigm shift in terms of relationships between customers and companies. New interaction means in the Web 1.0 have undergone a dramatic change in quantity and quality with the advent of the so-called Web 2.0, the Social Web. The upcoming Web 3.0, the Semantic Web will also impact tremendously in how companies understand Customer Relationship Management (CRM). In this dynamic environment, the present work presents a combination of both Social and Semantic Web Technologies and their application in the particular field of CRM. Tool and technology analysis both prove the challenging opportunities for these cutting-edge innovation trends in the CRM domain.

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Customer Relationship Management in Social and Semantic Web Environments

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